Conversational services refer to interactive systems or platforms that engage in natural language conversations with users. These services leverage various technologies, such as chatbots, virtual assistants, and voice recognition, to facilitate communication and provide assistance or information to users in a conversational manner.
Chatbots are designed to simulate human conversation through text or voice-based interactions. Chatbots can handle a wide range of tasks, such as answering queries, directing the user to the actual service, providing recommendations, or assisting with basic customer support inquiries.
ChatGPT can be leveraged to enable conversational services in the government sector, utilising its natural language processing capabilities and conversational abilities.
ChatGPT can assist users in navigating government services by providing stepby-step instructions, explaining eligibility criteria, and offering guidance on required documentation or procedures
ChatGPT can help users complete forms and applications by asking relevant questions, clarifying inputs, and providing assistance throughout the process.
ChatGPT can provide information on government policies, regulations, and procedures, helping users understand and navigate complex policy frameworks.
ChatGPT’s language capabilities enable it to provide support and information in multiple languages, catering to diverse user populations and promoting inclusivity.
Virtual assistants are advanced conversational agents that use artificial intelligence to understand and respond to user queries or commands. They can perform tasks such as scheduling appointments, making reservations, providing personalised recommendations, or retrieving information from databases.
Devices like smart speakers or voice assistants, such as Amazon Alexa or Google Assistant, offer conversational services through voice interactions. Users can ask questions, give commands, or request information, and the device responds accordingly, providing relevant answers or performing requested actions.
Many messaging apps incorporate conversational services, allowing users to interact with businesses or service providers through chat interfaces. Users can inquire about products or services, make purchases, track orders, or receive customer support within the messaging app.
Conversational services can be utilised in call centres to automate customer interactions. Interactive voice response (IVR) systems use voice recognition and natural language processing to guide callers through a series of prompts or provide automated assistance before routing them to a human agent if needed.